Experienced Customer Services Leader with expertise in Sales Management, Cloud Computing, and Business Analysis. Proven track record in driving customer retention and exceeding expectations. Skilled in leading large-scale teams, both in-house and remote, with a focus on operations management and team development. Strong interpersonal skills and proactive approach.
Hi, I’m
Yasir Ehsan
Customer Experience
Lahore
Summary
Overview
11
years of professional experience
9
years of post-secondary education
12
Certifications
Work History
TCP SoftwareLahore
Team Lead
03.2023 - Current
Job overview
- Dedicated Team Lead with a strong background in Customer Success, committed to driving exceptional client satisfaction and delivering results
- Proven track record of leading high-performing teams and cultivating a customer-centric culture
- Skilled in building and maintaining long-term relationships with key stakeholders, understanding their unique needs, and providing tailored solutions
- Proficient in analyzing customer data and identifying opportunities for growth and optimization
- Adept at developing and implementing strategies to enhance customer onboarding, adoption, and retention
- Experienced in collaborating cross-functionally with sales, product, and support teams to ensure seamless customer experiences
- Passionate about coaching and mentoring team members, fostering their professional growth, and fostering a positive and collaborative work environment.
TCP SoftwareLahore
Manager Support
07.2021 - 06.2023
Job overview
- Yasir Ehsan - page 1
- Demonstrated ability to take on leadership roles ensuring ongoing support and customer satisfaction
- Strong track record managing and delivering 1st, 2nd, and 3rd-level support for desktop applications in fast-paced, dynamic environments
- Skilled in communication, planning & organization and consistently recognized for client relationship skills
- Proactively manage customer experience across the lifecycle of our core offerings
- Ensure all offerings are delivered according to the outcomes and metrics defined in the value-based customer engagement process
- Motivated, driven, and extremely thorough, delivering the best possible customer service and support while ensuring the overall success of Incident Management, Problem Management, and Continuous
- Service Improvement
- Determine, record, and work with the team to revise current procedures to enhance customer satisfaction
- Develop best practices and guidelines for technical support
- Provide contributions to the central knowledgebase for all the products offered by our company
- Identify support tools gaps, enhance needs and propose solutions
- Identify and correct problems critical to routine operations
- Manage the identification and recording of escalation trends
- Collaborate with other workgroup teams to train using processes and procedures based on historical experience
- Maintain knowledge of the latest technologies to better understand how to implement current telecommunications infrastructure
- Oversee departmental budgets and finances for recruitment, tool usage and resource development.
HumanityLahore
Technical Support Assistant Manager
10.2019 - 06.2021
Job overview
- With a demonstrated history of working in the outsourcing/ offshoring industry
- Skilled in Microsoft Excel, Salesforce CRM, Customer Service, Customer
- Satisfaction, Microsoft Office, and Training
- Strong information technology professional
- I am Self-motivated, diligent, independent, and result-oriented with good interpersonal communication and focused on any task given
- Responsibilities:
- Responsible for managing the support team
- Maintain CSAT
- Maintaining KPI’s
- Resolving technical issues from the technical dept
- Using Different methodologies to test Server-side and Client-side issues and bugs
- Testing the product functionality
- Giving reports to the higher management regarding the product
- Improving policies and giving opinions on how to improve the product further
- Maintaining the Excel Sheet
HumanityLahore
Technical Support
10.2014 - 10.2019
Job overview
- TCP's Humanity Scheduling, Follow up and sorting out of complaints requiring attention
- Working with the support team to enhance the customer services
- Directed the complaints to the concerned departments
- Training of the subordinate staff in lines with the latest techniques
- Developing/training, coaching, motivating, retaining and evaluating qualified staff
- Maintaining talk/wrap time, service, data and both customer and client satisfaction
- Provided technical support and customer service excellence on telephony systems
- Tracked call traffic of the employees and identified the areas that need for improving
- Handled complex customer queries and complaints
- Scheduled training sessions and meetings over 4 years of call center experience in operations
- Close exposure to various routine activities at a call center and extensive experience of monitoring and controlling them
- Great managerial skills and team lead aptitude
- Extraordinary fluency and control over language
- Exceptional ability of encouraging and motivating team members consistently
- Great command over reports, both preparation and analysis
- Yasir Ehsan - page 3
- Prepared periodic performance reports and forwarded it to the manager.
Axis RecuritmentLahore
Recruitment Consultant
01.2013 - 11.2015
Job overview
- Provide recruitment services to nursing homes across England
- Core responsibilities include, but were not limited to:
- Communicating with clients via calls and emails to share candidates' resumes and subsequently arrange interviews
- Arranging interviews between home managers and nursing staff via Teams, Zoom (virtually), and sometimes on-site (face-to-face)
- Aiding clients and applicants in case a query arises
- Providing all the needed information and helping material (including the creation of guides/SOPs)
- Provide quality staff members to our clients according to their requirements and needs
- Human resource management of the office which included hiring the right talent for the right job and providing training for the relevant role as well.
Education
Institute of Business Administration
BBA
07.2010 - 07.2014
University Overview
Forman Christian College (A Chartered University)
Pre Engineering from Engineering
01.2008 - 01.2010
University Overview
Bloomfield School
High School Diploma
01.2005 - 01.2008
University Overview
Skills
undefined
Certification
Relationship Building
Timeline
Team Lead
TCP Software
03.2023 - Current
Manager Support
TCP Software
07.2021 - 06.2023
Technical Support Assistant Manager
Humanity
10.2019 - 06.2021
Technical Support
Humanity
10.2014 - 10.2019
Recruitment Consultant
Axis Recuritment
01.2013 - 11.2015
Institute of Business Administration
BBA
07.2010 - 07.2014
Forman Christian College (A Chartered University)
Pre Engineering from Engineering
01.2008 - 01.2010
Bloomfield School
High School Diploma
01.2005 - 01.2008
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